unattended customers queries

Have been disputing a transaction since on the 09 Oct. 2023 and sent all supporting documents and yet nothing has happened. I've been sending follow up emails however all I get is auto response to acknowledge my email. apart from that I reported a ***** case last year and there is still no feedback or conclusion. when I call, all I get is "an investigating officer will call with an update". how long does one have to wait to be assisted.